Refund policy

Returns and Refund Policy

Last updated: [21 Oct, 2026]

We want you to love your Cartify jewellery. If you don't, here is how returns work.

Changing your mind (14-day cancellation right)

If you bought from us online, you can cancel your order for any reason. You can do this from the moment you place your order until 14 days after you receive your goods. If your order arrives in separate parcels, the 14 days starts when the last parcel arrives.

To cancel, email us with your name, order number and the items you want to return. You may use the model form at the end of this section, but you don't have to.

After telling us, please send the items back within 14 days.

Condition of returned items

Please return items unworn, in their original condition and packaging, with any tags attached. You are responsible for taking reasonable care of the goods. We may reduce your refund if items come back damaged, worn or with reduced value because of handling beyond what is needed to check them.

Hygiene exception for pierced earrings

For health and hygiene reasons, pierced earrings supplied in sealed packaging cannot be returned for change-of-mind reasons once the seal has been broken. This does not affect your rights if an item is faulty or not as described.

Who pays for return postage

• You pay the cost of returning goods. We recommend a tracked service, as you are responsible for items until they reach us.

Refunds

We will refund you within 14 days of either receiving the goods back or you giving us proof that you have posted them, whichever is earlier. We refund the original payment method. We refund standard delivery charges you paid when you cancel the whole order; if you chose a faster, more expensive delivery option, we only refund the standard rate. Refunds are not made as credit notes unless you ask for one.

Faulty, damaged or incorrect items

If your item is faulty, damaged in transit or not as described, you have legal rights under the Consumer Rights Act 2015. You can reject faulty goods and get a full refund within 30 days of delivery. After that, you are entitled to a repair or replacement, and then to a refund or price reduction if that does not fix the problem.

Email us within 14 days of delivery with your order number and clear photos. We will pay return postage for faulty or incorrect items.

Note on materials: Our products are artificial/fashion jewellery. Plating, colour and finish can wear with normal use. We do not describe items as solid gold, sterling silver, hypoallergenic, waterproof or tarnish-resistant unless the product page says so.